Customer Experience Specialist

Job Introduction If you are passionate about delivering exceptional customer service and enjoy problem solving and meeting new people, then I may have just the role for you.

We are looking for a full-time Customer Experience Specialist, who will put our customers’ needs first and confidently assist and guide them at our Bus Stations. When a customer needs help, you will be their first point of call so you will need to be knowledgeable, friendly and approachable.

Whether you are giving advice on ticketing, journey planning, swift or giving the customer the confidence to manage ticketing solutions themselves, you will be making a real difference to the people that visit our Bus Stations each day.

We are looking for someone from any customer service background, who is comfortable working outdoors and happy to work independently and as part of the wider operational team. You will need to be empathetic, patient and have strong interpersonal and communication skills to be successful in this role.

Shift patterns will be Monday to Saturday, 08.30am – 5.30pm on a 6-week rolling roster, with allocated rest days. Due to the nature of this role, occasional working outside of normal hours will be required. Occasionally, you may also be required to work at other bus stations across the West Midlands.

Please note that this is a 12-month fixed term contract.

What you will be doing

• Deliver an outstanding experience for customers by proactively providing ticketing, travel and journey solutions.

• Actively resolve complaints

• Support the Bus Station Manager by reviewing the impact any actions will have on the customer experience at Bus Stations

• Drive the use and uptake of digital solutions by coaching customers on using digital services

• Support the Bus Station Supervisor and Bus Station Manager to ensure the ‘Swift vending machine’ is functional and working

• Work closely with operational colleagues to report and monitor incidents of anti-social behaviour, unsatisfactory state of facilities/assets or unsafe actions of bus drivers, contractors or customers., Reasonable adjustments.If you have an accessibility need, disability, or condition that means you might require changes to the application or recruitment process (for example, you might need to submit your application in a different format), please get in touch with our Recruitment Team. We are here to assist and accommodate your needs.

Salary and benefits.We advertise salary ranges for job roles, with new appointments typically starting at the lowest salary point. In exceptional cases, where higher skill levels or experience are applicable, the salary point may be adjusted to secure the best candidate. This approach allows for potential year-on-year salary increases, offering progression and appropriate rewards to employees. Requests for salaries above the maximum advertised range will not be considered.

• Experience of delivering exceptional service in a busy customer service environment

• Strong communication and interpersonal skills and the ability to work well under pressure

• Able to use technology i.e tablet devices and electronic ticketing terminals

• A good working knowledge of the geography and public transport network of the West Midlands and tourist attractions and other places of interest

• Proficiency in Microsoft Excel, Word, Outlook and Internet Explorer

• Good organisational skills with the ability to follow instructions

• Cultural sensitivity and empathy, with an ability to identify and serve the needs of a range of customers from different backgrounds and experience of helping people with mobility and other impairments, challenges, and requirements

• Annual leave

• Company pension

• Paid volunteer time

• Pay rise, We offer a comprehensive benefits package that includes a Local Government Pension Scheme (one of the most generous pension schemes in the UK), 28 days paid annual leave (plus an option to purchase more!), ethical saving options and healthcare plans, paid volunteering days, free financing for the latest technology, discounted shopping with over 2,000 big-name retailers, and more. For more information, please visit the benefits page on our career site.

West Midlands Combined Authority

Coventry CV1 5RX

Hybrid work

Part-time, Full-time, Fixed term contract, Coventry CV1 5RX